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Client Services Written - Team Leader

  • Job reference DST/TP/17447/11211
  • Job type Full Time
  • Sector Administration and Operations
  • Location Chelmsford
This vacancy has now expired.


To lead a team of written enquiry administrators within Investor Service Solutions. The team is responsible for investigating and answering customer, IFA and Management Company queries, by letter, telephone and email in line with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Main Responsibilities

* Process and Queue Management managing and allocating resource including short term resource planning
* Service Delivery reviewing daily MI and trend analysis for individuals in the team. Ensure team members are aware of how their individual objectives link to Corporate Goals.
* Quality Focus monitoring team and individual's quality. Provide quality updates in team meetings and complete side by side coaching to improve quality standards.
* Communication contribute to and attend regular team meetings
* To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed.
* Staff Development support your Manager by contributing to employee reviews, training and development plans and coaching sessions to motivate and develop them team. Conduct one to one reviews with Apprentice team members. Act as a Mentor to your team, leading by example and encouraging them to develop their skills.
* Provide cover for the Team Manager when they are unavailable

Ideal Candidate

* Detailed knowledge of PEP, ISA, Unit Trust, OEIC and Investment Trust administration
* Can demonstrate an understanding of responsibilities within Financial Services industry
* Awareness of Microsoft office packages
* Good verbal reasoning and numeric skills
* Ability to analyse and appraise work to identify potential areas of concern that could lead to risk
* IOC or equivalent, or commitment to study for IOC
* 2 years' experience in client facing role
* Experience in Financial Services Investment Industry
* Knowledge of FCA regulatory environment
NANorth America
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EMEAEurope, The Middle East & Africa

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